How an Email Ticketing System Can Make Your Team More Productive


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Over the past decade, most of the things have become automated – all thanks to the ever-evolving technological landscape
However, despite all the changing dynamics, emails are still relevant. Emails are still the most relevant mode of communication. It enables people to exchange information and backtrack anytime to find any detail.
But here’s a difference – with time, organizations have recognized the need to use emails cleverly and stay productive. Many are using a robust email ticketing system to engage with their customers and address their problems with a more strategic approach. It is further helping the teams to become more efficient; if wondering how here are the details –

How does an email ticketing tool help a team to be productive?

With an email ticketing system, you can convert email to tickets, which then can be assigned, tracked and solved as per your requirement. It offers easy email tickets management. You can have real-time insight into every ticket generated and know the status of every ticket on a go. This system helps you to take appropriate steps to resolve it promptly and achieve higher customer satisfaction rates.
Below we are highlighting some of the benefits of an email support system.

Benefits of email support system

1. Stimulates the active conversation

An email support system stimulates the ultimate goal of sending an email- the conversation. Such tools equip you to try & engage in an intelligent way to converse with your customers. The more prompt you reply the more satisfied customers you have.
Further, an email support software allows your agents to become more prompt. It will also reduce the number of follow-ups, that allows your team to handle new tickets rather than sticking with one.

2. Provide necessary context

Implementing an email ticketing tool will give you a detailed activity history with every customer who raised the issue. An integrated email support system can provide sentiment analysis on the issues coming from emails, Twitter, or Facebook. It helps you determine the context of the issue, whether positive or negative. It can help the team to direct the conversation in the right direction from the beginning.

3. Enables you to make quick replies

It offers quick and easy solutions to maintain and organize the inbox. That means no need to waste your time in managing the inbox. That allows the team to provide faster responses to emails and become more productive.

4. Keep informed

An email ticketing system is also featured to notify the agent. If any event occurs, it helps them to remain in the loop even though not on the desk. It avoids any delay in replies.

5. Email templates

Email support systems allow linking the templates to the case workflow. You can customize your email templates. These templates can be used to communicate among the team or with the customers; during the entire lifecycle of the ticket.
With the use of templates, agents can save their time from redrafting email for any recurring issue and invest it in solving the new and complex ones.

6. Use AI to automate repetitive tasks

An email ticketing system uses artificial intelligence to filter emails, triage incoming emails to tickets, classify tickets, auto-assign tickets to responsible parties, and auto-respond to customers. Automating these tasks relieves significant overhead of the support team.

With utilizing an email support system, a company can make a notable difference in their productivity.
If you are looking for good email support software, why don’t you give Wowdesk a try? It’s widely-appreciated for its top-rated features – get started to know more!

Ahmed Soliman
Technology executive driving business innovation, leveraging information security , applications, networking, operations, and risk management leadership to accelerate business growth and gain competitive edge Digital Transformation | Customer Experience Management | SaaS-Cloud Technology | Agile-DevOps | AI&Machine Learning


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